Freelancer profile translated to English.

Description

Customer Success Manager with over 4 years of experience in B2B and B2C SaaS and over 10 years in customer relationship management and operations.

I work with startups, scale-ups, and SMEs to:

• Structure or strengthen a Customer Success / Customer Care team

• Manage a B2B or B2C client portfolio

• Implement clear processes (onboarding, follow-up, escalations, reporting)

• Improve Sales / Customer Success collaboration

• Optimize service quality, retention, and customer satisfaction

Accustomed to high-growth environments, I can work in an operational role (account management, support, customer follow-up) as well as a more structuring role (team organization, prioritization, documentation, continuous improvement).

Tools: Salesforce, Zendesk, Intercom, HubSpot, Gorgias, Notion, Stripe, Adyen, Google Sheets, Excel..

Available for short, medium, or long-term assignments, for operational support, client portfolio management, or team and process structuring.

Languages

French
Native or bilingual
English
Native or bilingual
Dutch
Conversational

Workplace preferences

Can work on-site

Paris (up to 20km)

Back Market Pro
Customer Success Ops Lead
TECH
July 2023 - July 2025 (2 years)
Paris, France
Structuring of the B2B customer service department in a context of rapid growth.

Management of a portfolio of professional sellers and strategic accounts in Europe and the US.
Performance monitoring, management of complex escalations, and coordination with Sales and Operations.

Implementation of processes, internal documentation, and continuous improvement of the customer experience.
Customer Success Management Key Account Management Escalation Management Process Optimization KPI Analysis
Carlili
Customer Success Manager
TRANSPORTATION
March 2023 - June 2023 (3 months)
Paris, France
Customer relationship management and user support on a mobility tech platform.

Personalized follow-up, resolution of complex issues, billing, and continuous improvement of the customer experience.
Customer Success Management Client Portfolio Management Onboarding Billing Customer Satisfaction
Back Market
Seller Success Advisor
E-COMMERCE
September 2022 - March 2023 (6 months)
Bordeaux, France
Supporting marketplace sellers in optimizing their performance and managing customer disputes.

Monitoring quality indicators and continuous improvement of the seller experience.
Account Management Customer Success Management Marketplace Customer Relationship KPI Dashboards